Teamwork Wins Championships!

• Define the vision of a Red-Carpet experience Standardize the template for a Success Plan for customers in your segment
• Define and oversee lifecycle processes/touch points, including exec sponsor program, EBR process, “listening” points (e.g., on usage, NPS), and others
• Personally, manage escalations from your direct reports, and follow a methodical escalation process to execs
• Identify opportunities for continuous improvement
• Learn from best practices in industry
• Be an expert on best practices in change management
• Promote the Challenger approach amongst your team members
• Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
• Determine how to define, drive, and demonstrate the value (ROI) delivered
• Ensure <tool> is our company’s single source of truth for customer health
• Create dashboards to measure customer success
• Develop ideas for how high-touch teams can use <tool>, and share during our monthly CSM syncs
• Clarify ownership for each part of the journey
• Gather and provide feedback from/to other departments, including Sales, Services, Support, Product, and others, to improve the customer experience
• Create company-wide customer feedback loop
• Help foster company-wide culture of Customer Success
• Align with Marketing around marketing to existing clients

• 6+ years in Customer Success functions at a Enterprise/ B2B SAAS companies
•  Exposure to Retail Industry
• Enthusiastic and inspiring performer having worked in global team of Customer Success Managers
• Vast experience interacting and planning with C-level executives
• Demonstrated strong capabilities in helping customers reach desired outcomes with measurable performance across:

·  Net Churn, Logo Churn

·  Building Advocacy and Champions

•  Analytical and Process Oriented mindset
• Combined Background of Sale and Customer Success experience
• Exposure to US Market